Tier II Engineer

2 days ago

Pune, India Netrix Global Full time
About The Opportunity

Netrix – The Digital Workplace Group helps clients utilize state of the art audio-visual technologies to create more efficient workflows and workspaces. We deliver customized AV systems and solutions designed and built to our clients' precise specifications. As the workforce fundamentally changed in 2020, our group has made helping our clients collaborate with Microsoft Teams a primary focus. The Netrix Digital Workplace team has been on forefront of deploying Microsoft Teams Room systems, and plan to continue that moving forward.

How You Will Make An Impact

As a member of our growing team, Tier II Engineers fulfill duties including, but not limited to, the following:

  • The primary responsibility of this position is to perform remote support of various audiovisual solutions. Including, but not limited to, Microsoft Teams Rooms, Zoom Rooms, QSC, Crestron, Logitech, Utelogy, Solstice, Biamp, Shure and various other devices within the meeting space environment.
  • Additional responsibilities include:
    • Investigation, troubleshooting, and resolution of system monitoring generated alerts.
    • Attend daily team collaboration calls
    • Attend customer escalation calls
    • Working collaboratively with other Tier II Engineers, Field Delivery Engineers, Field Supervisors, and Design Engineers.
    • Communicating with end-users regarding incident updates, phone calls and/or email notification
    • Watching ticket queue and self-assigning unassigned tickets
    • Assists/consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs
    • Adheres to SLA's for initial response and resolution of assigned tickets
    • Documenting and logging all troubleshooting steps and investigative activity within ticketing system. 
    • Identifies proper path to resolution including escalation to the next tier and/or Delivery Team when necessary.
  • Suitable candidates exhibit personal responsibility, accountability, and teamwork
  • Must be able to work flexible hours as needed.
  • Must be able to work on-call in a rotation with other team members.
  • Soft skills: 
    • Skilled in verbal and written communication. (English)
    • Ability to effectively troubleshoot basic to mid-level issues (logical and analytical skills)
    • Ability to manage multiple tickets/issues concurrently
    • Ambition/drive to learn new technologies or areas as needed for job requirements
    • Excellent customer service skills (external and internal clients/team members)
    • Must be willing to collaborate and work well with other team members
    • Willing to work night shift.
    • Eager, self-motivated, and capable of learning/understanding a complex environment quickly

       Working Shift Hours: 8am - 5pm CST (USA hours)

What You Will Bring To The Table
  • Microsoft Teams Room Cert (MS-700), InfoComm CTS General Cert, Crestron Core Technician and Flex Learning Tracks, QSC Level One Training, Biamp Tesira 101 Core Concepts and TesiraForte, Extron AV Associate
  • Experience with audio-visual control systems and audio digital signal processing.
  • Strong understanding of Microsoft Teams and Teams Room Systems
  • Experience with the support and installation of commercial audio-visual systems including audio, video, and networking.
  • Strong organizational and communication skills.
  • Ability to keep track of deadlines for multiple tasks.
  • Ability to interact professionally with clients, account executive and design architects.
  • Basic understanding of IT networking.
  • Familiarity with Microsoft Office tools (Excel, Word, One Note, PowerPoint.)
  • Bachelor's degree in a related field, or equivalent work experience
About US

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.

At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com

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